Terms of Service

To access any service on our platform — ordering food, sending a package, requesting an errand, shopping for groceries, or booking a ride — you must register an account. By registering, you agree to:

• Be at least 18 years old, or the age of legal majority in your jurisdiction, to create an account or request any service.
• Provide accurate, current, and complete information during registration and keep it up to date.
• Maintain the security of your password and accept all risks of unauthorized access arising from your failure to do so.
• Use one account per person. Creating multiple accounts to bypass restrictions, promotions, or referral limits is prohibited.
• Notify us immediately if you discover any security breach or unauthorized use of your account.

Xchange Deliveries is a technology platform that connects you with independent third parties — Restaurants and Vendors, Grocery Merchants, Dispatch Riders, and Errand Runners — across five core services: Food Delivery, Package & Parcel Delivery, Errand Services, Grocery Delivery, and Ride-Hailing. Except where we expressly act as the seller of record, Xchange Deliveries acts solely as an intermediary and is not the manufacturer, owner, employer, or principal of these independent third parties.

Sections 3 through 7 set out the specific terms that apply to each service. Where a conflict arises between a service-specific section and the general provisions elsewhere in these Terms, the service-specific section shall prevail for that service only.

Xchange Deliveries acts as an intermediary between you and independent Restaurants ("Vendors").

• Quality: The Vendor is solely responsible for the quality, safety, and preparation of the food. Xchange Deliveries is not liable for food quality issues.
• Availability: All menus are subject to availability. If an item is out of stock, we may contact you to arrange a substitute or refund.
• Allergies: It is your responsibility to check menu descriptions for allergens. We cannot guarantee 100% allergen-free environments in partner kitchens.
• Order accuracy: Please review your order carefully before payment. Once a Vendor has begun preparing your order, it may no longer be possible to cancel or modify it.
• Estimated times: Preparation and delivery times shown in the app are estimates only and are not guaranteed.

When using our "Send Package" service, you warrant that you are the legal owner of the goods being shipped or have the authority to send them on the owner's behalf.

Prohibited Items

You strictly agree NOT to send the following items via our network:

• Illegal drugs, narcotics, or psychotropic substances.
• Firearms, ammunition, explosives, or flammable/hazardous materials.
• Stolen property, counterfeit goods, or items prohibited by Nigerian Law.
• Live animals, or perishable goods without proper insulated packaging.
• Cash in excess of ₦10,000,000 (We are not a cash-in-transit service).

Liability for Loss or Damage

Unless you purchase additional declared-value insurance at checkout, our total liability for loss, theft, or damage to a package in transit is limited to the lower of the declared value or ₦20,000 per item. We strongly recommend declaring an accurate value for valuable items.

Proof of Delivery & Inspection

• Delivery is confirmed via the recipient's PIN code, signature, or photo confirmation captured by the assigned rider. Once confirmed, the delivery is deemed complete.
• We reserve the right to inspect any package reasonably suspected of containing prohibited items and to report such items to law enforcement agencies.
• If a recipient cannot be reached after reasonable delivery attempts, the package will be returned to the sender at the sender's cost, or — where return is not possible — disposed of after 14 days' written notice.

Our "Run Errand" service covers lawful personal tasks submitted through the app — such as shopping on your behalf, document pickup or drop-off, queue-standing, and similar requests — performed by an independent Errand Runner.

• Funding model: For errands involving purchases, you must fund the estimated cost in advance via your in-app wallet. Any difference between the estimate and the actual cost will be charged or refunded to your wallet once the errand is completed.
• Availability & pricing at source: The Runner will make reasonable efforts to fulfil your instructions, but Xchange Deliveries cannot guarantee the availability, price, or quality of items purchased on your behalf at third-party locations.
• Cash handling: If you provide cash directly to a Runner outside the app's wallet system, you do so entirely at your own risk. We strongly recommend funding all errands through the in-app wallet so that transactions are traceable.
• Lawful instructions only: You agree not to request errands involving illegal activity, items prohibited under Section 4, or tasks that would expose the Runner to unreasonable danger. We reserve the right to refuse, cancel, or terminate any errand request that violates this clause.

Xchange Deliveries acts as an intermediary between you and independent Grocery Merchants listed on our platform.

• Merchant responsibility: Grocery Merchants are solely responsible for the quality, freshness, accurate labelling, and expiry-date compliance of the products they list.
• Substitutions: Unless you select "No Substitutions" at checkout, the Merchant or assigned Rider may substitute an out-of-stock item with a reasonably similar item of equal or lesser value. Any resulting price difference will be refunded to your wallet.
• Pricing accuracy: Prices displayed reflect the Merchant's submitted pricing at the time of your order. In the rare event of a pricing error, we reserve the right to cancel the affected item and adjust your order accordingly, with notice to you.
• Perishable goods: Please inspect perishable items upon delivery. Claims for damaged, spoiled, or incorrect perishable items must be reported within 1 hour of delivery to qualify for a refund or replacement.

Our ride-hailing service connects you with independent Dispatch Riders ("Drivers") for point-to-point transportation.

• Independent drivers: Drivers providing ride services are independent contractors and are not employees or agents of Xchange Deliveries. While we conduct identity and documentation checks before activation, we do not control a Driver's on-road conduct.
• Fare estimates: Fares shown before booking are estimates based on distance, time, and prevailing demand. The final fare charged may differ slightly due to route changes, wait time, or traffic conditions.
• Shared / paired rides: If you opt into a shared ride, your first name, pickup/dropoff points, and route may be shared with your co-passenger(s) for coordination, and your fare will be split according to our shared-ride pricing formula.
• Cancellations & no-shows: Cancelling after a Driver has been assigned, or failing to be present at the pickup point within a reasonable waiting period, may incur a cancellation fee.
• Safety & location sharing: During an active trip, your live location and the Driver's live location are shared with each other (and, for shared rides, with co-passengers) to enable tracking and safety verification. Use the in-app emergency or support features if you feel unsafe at any point.
• Lost property: We will make reasonable efforts to facilitate communication between you and a Driver regarding items left in a vehicle, but we are not responsible for lost, stolen, or damaged personal property.
• Right to refuse: Both riders and Drivers may decline or end a trip where they reasonably believe continuing would compromise their safety.

Payments across all services are processed securely via third-party gateways (Paystack). We do not store your full card details on our servers.

• Charges: Prices, delivery fees, and service charges are displayed at checkout. Total amounts may include applicable taxes.
• Refunds: Refunds are processed only where:
  • The order, errand, or ride was cancelled before the Vendor, Merchant, Runner, or Driver commenced fulfilment.
  • A significant delay occurred due to the fault of our platform, a Vendor, Merchant, Runner, or Driver (excluding traffic, weather, or events outside our control).
  • Items were missing, incorrect, or damaged, as confirmed on inspection.
  • A package was lost or damaged in transit, subject to the liability limits in Section 4.
• Refund method: Approved refunds are credited to your in-app wallet or, where applicable, reversed to your original payment method within 5–10 business days.
• Promotions: Discount codes, referral bonuses, and promotional credits are subject to additional terms, may carry expiry dates, and may be revoked where we reasonably determine they were obtained or used fraudulently.

When using our platform, you agree that you will NOT:

• Harass, threaten, or behave abusively toward Riders, Drivers, Runners, Vendor or Merchant staff, or our support team. We operate a zero-tolerance policy for such conduct.
• Place fraudulent orders, make false damage or non-delivery claims, abuse chargebacks, or manipulate promotions or referral programs.
• Use the platform for any unlawful purpose, including the prohibited activities described in Sections 4 and 5.
• Attempt to reverse-engineer, scrape, decompile, or gain unauthorized access to our systems, source code, or data.

Violation of this section may result in immediate suspension or termination of your account, forfeiture of pending wallet balances or promotional credit pending investigation, and, where appropriate, a report to the relevant law enforcement agencies.

• Our services are provided "as is" and "as available", without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement.
• We do not guarantee that the platform will be uninterrupted, timely, secure, or error-free.
• To the maximum extent permitted under Nigerian law, our total aggregate liability arising out of any single order, errand, delivery, or trip shall not exceed the total amount paid by you for that specific transaction.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising from your use of our services.
• We are not liable for the acts, omissions, negligence, or misconduct of independent Vendors, Grocery Merchants, Drivers, or Runners, beyond facilitating communication between you and us regarding such issues.
• Force majeure: We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, civil unrest, fuel scarcity, or government action.

• We may suspend or terminate your account, with or without notice, where we reasonably believe you have violated these Terms, engaged in fraudulent activity, or posed a risk to other users, Drivers, Riders, or Runners.
• You may close your account at any time by contacting support, subject to settlement of any outstanding balances owed to us or to third parties through the platform.
• Indemnification: You agree to indemnify and hold harmless Xchange Deliveries, its officers, employees, and partners from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your use of the platform, your violation of these Terms, or your violation of any law or third-party right.
• Provisions relating to liability, indemnification, intellectual property, and governing law shall survive the termination of your account.

• All trademarks, logos, app design, and content on the Xchange Deliveries platform are the property of Xchange Deliveries or its licensors and may not be used without our prior written consent.
• These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.
• Any dispute arising from these Terms shall first be raised through our support channels. Unresolved disputes shall be subject to the exclusive jurisdiction of the courts of Nigeria.
• If any provision of these Terms is found unenforceable, the remaining provisions shall continue in full force and effect.
• We may update these Terms from time to time. Continued use of the platform after changes take effect constitutes acceptance of the revised Terms. We will communicate material changes via the app or by email.